Returns and refunds
Hi everyone, I’ve looked for the answers in the rules but honestly I didn’t understand much... question for someone who knows more than I do. I sold an original MCM bag, with logo and serial number inside, to a German buyer; once it arrived, the buyer claims that the bag is not original and that they would like a refund. In the listing I specified that returns are not accepted. Could you tell me how I should handle this? Just to close the discussion, if I wanted to accept the return, who would pay for shipping? If the buyer opened a dispute and, in some absurd hypothetical, eBay ruled in the buyer’s favor, who would pay for the return, the seller or the buyer?
Thanks to anyone who can help me
13 comments
marioelegio
·2 years agoSince the return request is for a non-compliant item, the fact that you write that you do not accept returns is completely irrelevant, and the return shipping costs are the seller’s responsibility (by law).
You have two options:
You decide which path to follow.
ciao
mario
angio5
OP2 years agoHi, but shouldn't it also prove to eBay that the item isn’t authentic?
vonbalden
·2 years agoThere are minefields in which the seller offering an item considered authentic can fall like a pear from a tree. Since the platform does not accept replicas or counterfeit versions of famous brands, to avoid running into authenticity requests not backed by incontrovertible proof such as being an authorized dealer of a certain label, the matter has to be handled differently. Also because going to find an authenticator who declares your item compliant is unthinkable. In my opinion, a private seller has one safe path. And that is to offer vintage products kept in the family with all their credentials, dating from the sixties or at most the eighties. In these cases, you have a whole background behind you that lets you sell with a good margin of peace of mind. On 25 signed vintage bags and jackets that I sold here, NO ONE has ever challenged anything over time. Offering a recent item, however, means taking possible surprises into account, from which the seller is better off keeping the necessary distance upfront. Moreover, right now, selling abroad is another chapter full of complications for various reasons. Better to stick to the domestic market for now. Best regards.
angio5
OP2 years agoThanks for the reply. I sell all original accessories, already used, vintage, and therefore it's impossible to have receipts from the store or even the invoice. I also have never had problems with the items I sold before; I have always provided in my listings all possible details, documenting with serial codes, a close-up logo of the brand, and photos of all the details, precisely so as not to have problems. In this specific case, in the listing I included photos with the serial code since I didn't have any other documentation. That's why I ask myself, as sellers, what more can we provide than this kind of proof?
Thanks, Angio
heavenwelkin
·2 years agoIf the buyer opens a return, the return shipping costs are their responsibility.
If the buyer opens a dispute for item not as described because, according to them, it is a counterfeit product, the shipping costs for sending the item back are your responsibility.
heavenwelkin
·2 years agoIf the buyer opens a dispute, it isn't worth waiting for eBay's decision, since it would be in the buyer's favor, so it's better for you to directly provide a return label at your own expense as soon as you receive the dispute.
Alternatively, you can offer the buyer a discount to see whether they're willing to keep the item in exchange for a discount.
But those are decisions you have to make yourself.
angio5
OP2 years agoSure, but we sellers are not protected at all. If I post an ad with the certainty that the item is 100% authentic and then some random "Pincopallino" comes along and decides he no longer wants the item and makes up anything... he thinks: whatever, I have nothing to lose. But I still wonder, when a dispute is opened, shouldn’t support also need proof that the item is not authentic, or does it automatically side with the buyer?
marioelegio
·2 years agoHow do you provide proof that what you sent is authentic?
You could easily have the purchase invoice for an authentic item, take lots of photos of the bag and certificates, and then send a fake.
As you can see, in online sales, there are no conclusive proofs of conformity, just as there are none of non-conformity.
In doubtful cases, both all the platforms and anyone else who may be called on to judge, rule in favor of the buyer.
bye
mario
angio5
OP2 years agoIn my listings I provide all the details and accompanying photos. I sell used, vintage accessories and so obviously I can't have invoices and receipts. Beyond providing these proofs, there's nothing more we can do. What I was wondering is why we sellers aren't protected by Ebay and, when a dispute is opened, it doesn't take this into account but almost always sides with the buyer.
Thanks, Angio
heavenwelkin
·2 years agoDistance selling isn't without drawbacks and risks, so you always have to take into account that some sales may not go through for the most varied reasons.
When that happens, it's already known that the seller will suffer a loss, and the only sensible thing to do is to limit the damage as much as possible.
When MANY YEARS AGO on eBay you paid by bank transfer or PostePay, the regulations were quite different and disputes could protect sellers more.
Today on eBay you pay with well-regulated payment systems like PayPal or credit cards.
eBay must comply with the buyer protections offered by these payment systems.
The day eBay abolishes payments with PayPal and credit cards, then sellers on eBay will enjoy greater protection (but that will never happen, so let's make peace with it 😇)
Best regards.
angio5
OP2 years agoOh my God.... what a stress 😲. It means that from now on we'll be much more careful.
Thanks a lot for the reply 😘
heavenwelkin
·2 years agoFirst of all, these are eBay’s rules on counterfeit items
https://www.ebay.it/help/policies/prohibited-restricted-items/counterfeit-item-policy?id=4276
I don’t know how German law works regarding counterfeit items, but you need to hope that eBay accepts the return of the item in exchange for the refund.
That’s the best option for you.
Because the way things stand now, you risk losing both the item and the money; it also depends on how the buyer behaves, whether they’re acting in good faith or trying to get the item for free.
Accept and provide the return label to the buyer right away and try to get the item back, at least (if you can).
Then, once you have the item back, try to figure out whether it is actually an original product or counterfeit.
Kind regards.